We’re Still Fixing Computers at Your Home or Office!

March 25, 2020 by doctordave

To fully comply with current the current Douglas County Emergency Order as well as other metro orders, we’re outlining our functions to the community as well as our action plan to keep people safe from Coronavavirus and Covid-10.

We’re Essential, But You Already Knew That

First, we already know that DoctorDave provides essential services to keep desktop and laptop computers, smartphones, tablets, printers and internet connections up and running for those working and learning from home. Service from DoctorDave Computer Repair falls under “Essential Activities” as specified in section 1.b.ii

“To obtain necessary services or supplies for themselves and their family or household members, to obtain supplies they need to work from home, or to deliver those services”

This means clients can visit us and we can visit clients as people who work from home need working technology. Further on in section viii the order allows operations by those who support

“Internet, and telecommunications systems (including the provision of essential global, national, and local infrastructure for computing services, business infrastructure, communications, and web-based services)”

We are specifically listed as essential in Section 1.e.xv “Businesses that supply products and services needed for people to work from home; as well as xvi “Businesses that supply other Essential Businesses with the support or supplies necessary to operate;” Section Two of the order requires us to have a plan in place to ensure compliance with Social Distancing, having cleaning products available, having separate hours for vulnerable populations as well as online and remote access. We’re breaking this up into a few sections.

Full Compliance:

Remote Access

three black remote controls on wooden table

While we’ve always been by appointment, this business model is particularly relevant. We will do an over-the-phone diagnosis before initiating any service call. With our experience we can ask questions to determine if remote support, an office visit, or an onsite visit is necessary. Whenever possible, we are going to do a remote support visit whereby we control your computer (with your permission and consent) from our offices or homes. We use above-industry-standard levels of security and encryption for that.

Office Visits

At our office at 810 Pennsylvania we’re establishing the following protocols. Remember these services are by appointment only and we do not accept walkins. On arrival, a client will be greeted at our glass door. The building is always locked so we’ll be avoiding any direct contact. The door will be pushed open enough to unlatch, but the door will act as a barrier for interaction. Once the client grabs the handle, we will walk up our stairs. The client will then go to the elevator with their computer. Once the elevator reaches the second floor, the client will be instructed to go to our sanitation station. They’ll leave their devices and sign our intake form. Our technician will wash their hands and put on gloves in the restroom. That station will have a cloth and spray bottle with 70% isopropyl alcohol. First the station will be sprayed down. Anything brought in by the client will be wiped down. As the technician approaches the station, the client will then be instructed to wash their hands as well. The pen used by the client to sign will also be sanitized. The technician will then bring the computer into our office. A chair will be placed six feet from that desk. A HEPA air purifier is placed between the client and the technician. After work is complete, the technician will place the computer at the sanitation station and then go to the restroom to remove gloves and wash hands once again. The client will be instructed to take the computer from the sanitation station and go down the elevator.

Separate Operating Hours

To minimize any cross-contamination, the first appointment of the day will be reserved for vulnerable populations. Since we don’t see more than one client at a time, there is no risk of interacting with others at our office or onsite.

Onsite Appointments

Onsite appointments will be discouraged unless in our professional opinion it is the only way to resolve the client’s issue. We will remind clients of the stay-at-home order and be reminded of their duty to try other options. Whenever possible, we will encourage remote or office appointments.

person in blue and white jacket holding silver faucet

Our technicians will use hand sanitizer in their car. Upon arrival to a client, we will ask the door to be opened and the client to stand six feet away. We will then ask for a sink in which to wash our hands. After washing our hands, we’ll place gloves on. The computer, mouse and keyboard and any area the technician touches will be wiped with a cloth and spray bottle with 70% isopropyl alcohol. The client will be instructed to stay six feet away at all times. Upon completion of the work, the technician will return to a sink to remove the gloves and wash hands. The client will then open the door for the technician to leave and will keep a distance of at least six feet the entire time. As we’ve said, we take our duty as an essential service to work, education and recreation very seriously. Your computer is your connection to all of this and we’re going to keep it up and running while protecting you and ourselves.

Mac Viruses aka Malware is On The Rise

September 24, 2019 by doctordave

While we work on Macs and PCs at DoctorDave Computer Repair, we used to see way more viruses and malware on PCs rather than Macs. In the past six months, that’s changed. We see way fewer virus problems on Windows-based PCs and more issues on Macs.

In my experience, there are a few reasons for that. On the Windows side, few people use computers without some anti-virus and anti-malware protection. We recommend Malwarebytes (and sell it at a discount to our clients). As long as you keep your anti-malware program up to date and run regular security updates, you’re unlikely to get a PC virus today. That’s one thing we always check during our yearly checkups.

Photo by Michael Geiger on Unsplash

Macs Get Viruses?

On the Mac, there was a time when viruses were nearly unheard of. Some of the first viruses we saw were on the Apple Macintosh back in the 90s. Then Apple redesigned its operating system, and we started seeing those Mac versus PC commercials.

As Macs grew in popularity with the general public, they grew in popularity with hackers. Bad people realized money could be made by infecting computers. The infections we see on Macs don’t use security holes in the operating system to infect people. Apple made that very hard. Instead, they trick people into installing stuff. When we’re repairing computers, we can see what the client did. In the downloads folder is some fake update to Quicktime or Flash.

When I reviewed our Mac clients in Lawrence and Topeka, our early warning system indicated the most common type of malware Macs get were due to fake ads. That fake ad said the client needed to download something. That something then infected the computer.

This Mac malware does a few scary things:

Steal passwords: when you type in a password, the hackers get a copy and can steal your identity or other information.
Redirect search results: instead of taking you directly to a website, the malware sends you somewhere else and tried to sell you things you don’t want.
Trick you into calling a number: the most damaging situation is when a client calls a number that appears to be real. They willingly give information to a scammer.

Our results match national statistics as explained in this report. It’s clear that Macs are not only susceptible to malware, but Mac infections are also now on top ten lists of worldwide threats.

What can you do about it?

First, don’t download updates directly. With Apple’s App Store, Apple does most of the updating on stuff. When you go to a website, and it asks you to download something, don’t do it. When in doubt, use our DoctorDave App for the iPhone and send us a picture. We can tell you if it’s legit. If you’re a client of ours, our Mac early-warning system will say to us if you’ve accidentally downloaded a virus. Don’t worry; it doesn’t tell us what you were doing or how you got it: just your name and what’s wrong with your computer. Client privacy and security are our top concerns.

Second, since so much malware comes in through ads, it’s vital to install an ad blocker in your browser. We do that automatically for our wellness clients and often recommend it during service calls. Ads can infect any browser. Google Chrome and Apple’s Safari browser are both very susceptible as well as Firefox and even Opera.

Finally, we’re recommending Malwarebytes to our Mac clients. In particular to clients that have had infections in the past. The $40 a year (our clients get a $5 discount) is well worth the peace of mind knowing you’re protected against hackers and identity thieves.

New Place to Get iMacs and MacBooks Repaired

August 8, 2019 by doctordave

Recently Apple has authorized Best Buy nationwide to do warranty work for Apple computers. Overall I think it is great to have more warranty options to do repairs, but as someone who does computer repair on Apple computers, I have some opinions about it!

Apple Retail Stores Want You to Buy New Rather Than Fix

Apple has been accused more than once of pushing new purchases over repairs and our client stories are consistent. The retail stores are a disaster lately and suffer from substantial turnover, even at the top. You’ll rarely get the same person and get a consistent answer. It takes days to get an appointment, and Apple employees are accidentally deleting customer data too often.

Sometimes at the store, you’ll get pushed to purchase a new product even if yours is less than a year old. As soon as they introduce a new product, they’re pushing you away from the old one.

This upselling isn’t just an Apple thing, but tends to be everywhere inretail. Places want to sell you stuff, that’s the definition of retail, right? Office Depot was caught using deceptive sales tactics to sell people things they don’t need. They were fined $25 million for that violation. Office Depot is a well-known brand, and they violated consumer trust by doing this.

They Can Outright Refuse to Help

Apple Geniuses are bound by Apple rules and will follow the “company line” regarding support. On distressing example is someone who accidentally lost pictures from their iPhone. Apple refused to help! That’s wrong. However, they’re Apple; they don’t have to earn your business. They’re more focused on selling rather than support.

They Don’t Know How You Use the Product

One unique quality of using a small, independent computer repair company is we’ll take the time to understand how you use the computer. Individualized services yield individualized results. Apple frankly gets repairs wrong sometimes. Recently they replaced a customer’s MacBook Pro three times because they misdiagnosed a problem of a screensaver! The replacement didn’t cost Apple anything since they make the computer. The customer didn’t pay because it was under warranty, but what about his time and lost productivity? As a small business owner, I understand downtime is money lost. Retail employees don’t always think that way.

Pick Someone Focused on Service, Not Sales

We’re not out to sell you stuff, only to fix the stuff you have. If we tell you it is time to replace it rather than repairing it, we’re talking ourselves out of work. Sure it’s a loss of a short-term profit, but we’re in this business for the long haul. If it’s under warranty, we’re going to refer you to someplace like Best Buy since Apple will cover the repair. If it’s out of warranty, we’re going to help you ourselves.

Small, Local, Independent Business

I’m a big believer in support of local business. Larger retailers don’t have to earn your business, we do. We live and work in your communities. If you’re in Lawrence, obviously I hope you’d pick us for computer repair, but if not, please support a local business. Thanks for all your support over the years and let us fix your Apple computers (as well as PCs)

Yes, Macs Get Viruses (and We Can Help)

April 8, 2018 by doctordave

Clients are commonly under the misconception that Macs don’t get viruses, or at least not PC viruses. That was true back in the days of the “I’m a Mac” ad. In 2018, that simply isn’t true.

In 2016, Mac malware (the general category for things like viruses, trojans etc.) grew by almost 75% according to this article. I suspect 2017 report will show even more growth in that area. One unique way Macs can get infected is through an iOS app. This article explains one unique attack vector: a free app. It’s getting so dangerous, that companies will write custom Mac malware for you.

We recommend Malwarebytes for the Mac to prevent these problems. As a reseller, we get a special discount on the first year. Give us a call, send us a text, or drop us an email. Mention this ad and we can sell you the software at our discount rate and install it for free.

Photo by mikecogh